Information and Support Coordinator

Organisation

Leicestershire County Council

Work Location

County Hall Glenfield Leicester LE3 8RA

Salary

£28,605 -£31,029 per annum (Pro rata for part time)

Working Hours

37 Hours

Contract Type

Permanent

Closing Date

10th February 2026

Interview Date(s)

17th February 2026

About the Role

Information and Support Coordinator – Complaints and Section 19 will:

Support the tracking, identification and monitoring of children and young people who are at risk of not receiving the appropriate level of education, in line with the local authority’s statutory duties.

Work across the service, department and with partners to ensure the educational needs of children and their families are clarified and that responses are coordinated.

Provide information, signposting and advice to families, professionals and colleagues about referral pathways, sources of advice and information, and related processes.

Support the service in responding to complaints and Section 19 requests, ensuring that enquiries are managed in a timely, accurate and compliant manner.

The coordinator will receive requests for service, processing them in line with pathways and service guidance, and contacting referrers, families and other stakeholders as required.

• Provide telephone advice and support to families, for example:
• Directing families to self‑help resources such as websites, helplines, and other available tools, and promoting their use as a first port of call.
• Following scripts and guidance to ensure families receive appropriate and accurate advice. Identifying where needs are greater than can be met through advice alone and escalating appropriately to the Senior Information Support Coordinator.
• Provide information about other services available for self‑referral or open access.
• Providing telephone support and guidance on general issues as appropriate and contacting families to support the tracking and understanding of their child’s educational situation.
• Providing direct support to families around educational options and helping them understand their entitlement to an effective education, particularly where concerns have been raised through complaints or Section 19 requests.
• Maintaining accurate records on various systems as required.
• Contributing to the collation of data for statistical purposes and for reporting on performance.
• Supporting the service in the scheduling, coordination and preparation of information required to respond to complaints and Section 19 requests, including gathering information as appropriate.
• Working collaboratively with other coordinators in the team to support the management of demand during peak periods and in response to service needs.

For information on our approach to the recruitment of ex-offenders, please see our policy statement.

About You

To apply for this post, you must be able to evidence in your application how you meet the following criteria:

To apply for this post, you must have:

• NVQ Level 3 or equivalent qualification, or demonstrable experience of working within a multi‑agency environment.
• Experience of working with sensitive and confidential information in a professional setting.
• Experience of providing telephone support and advice to families and/or partner agencies, including the ability to ask appropriate questions to gather necessary information.
• Experience of collaborative working within a multi‑agency context, engaging effectively with professionals from a range of services.
• Ability to prioritise a demanding workload, maintaining a consistent and child‑centred approach when responding to children, young people, families and professionals.
• Experienced in the use of Microsoft Office applications, including Word, PowerPoint, Access and Excel.
• Ability to follow procedures and guidance, and an understanding of the importance of maintaining accurate, up‑to‑date records.

In addition, we also expect you to share our commitment to our values and will ask you to evidence when you have demonstrated them as part of the selection process.

Reasonable adjustments will be considered for applicants with a disability. We are a Disability Confident Employer.

Interested in Flexible Working?

We are open to discussions about flexible working, which may include part time working, job sharing, term-time working, flexible start and finish times, and hybrid working, depending on the requirements of the role and the service. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below.

For more information or an informal discussion, please contact:

Sarah Brown- Senior Information Support Coordinator

To contact me via email, please click here

How to Apply

At Leicestershire County Council we’re looking for top talent from all walks of life. Whoever you are, wherever you’re from, and whatever your background – we care about what you bring to our organisation, not just what’s on your CV. That’s why we’ve designed a recruitment process that’s fair, accessible, and focused on potential. And with benefits that support people at every age and stage of life, we make sure you can thrive – both personally and professionally.

If you share our passion to make a difference for the people of Leicestershire, we’d love to hear from you. Click the apply button to submit your application, ensuring that you upload a supporting statement that explains how you meet the criteria listed in the ‘About You’ section above. Without this information, we won’t be able to assess your suitability for the role, and your application will be rejected. For tips on how to write your statement, see the How to Apply section on our career site.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

If you have any technical issues when trying to apply for this post or you want to request an application pack in an alternative format, please contact our Employee Service Centre by telephoning 0300 3030222 (select option 2) or raising a ticket via our online portal: https://emss.org.uk/support.

By applying for this post, you agree to our Terms and Conditions.